Overview
Work History
Skills
Timeline
Generic

Hannah Hicks

Williamsburg,VA

Overview

5
5
years of professional experience

Work History

Scheduling Assistant Manager, Finance

Busch Gardens Williamsburg
Williamsburg, VA
11.2023 - Current
  • Trained new employees on scheduling systems and processes.
  • Analyzed data to identify trends in staffing needs and make recommendations accordingly.
  • Assessed current scheduling practices and identified areas for improvement.
  • Collaborated with other departments to align resources with business objectives.
  • Resolved issues related to scheduling conflicts or discrepancies between employees' requests and actual assignments.
  • Developed strategies for improving workforce efficiency through better utilization of available labor hours.
  • Created database reporting utilizing Microsoft Excel to analyze labor usage trends and scheduling practices to identify areas of improvement.
  • Developed labor auditing procedures in which representatives observe operating locations to identify areas of improvement for scheduling practices in practical settings.
  • Created reporting to identify labor cost impacts, comparing previous year data to projected current year data to identify areas of potential labor savings.

Ride Operations Assistant Manager

Busch Gardens Williamsburg
Williamsburg, VA
11.2021 - Current
  • Oversees and manages labor, supplies, information tracking, and ensuring that a productive workflow.
  • Maintained safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.
  • Delivered high level of customer service through prompt issue resolution and dynamic attention to detail.
  • Assisted in developing new safety procedures, as well as building upon existing safety procedures to ensure maximum guest and operator safety.
  • Assists in ensuring that all emergency preparedness trainings are completed and that our teams can safely and efficiently act in case of emergency situations.
  • Oversees a daily team of 100-300 ambassadors while ensuring park cleanliness, ambassador satisfaction, and operational efficiency.
  • Oversees Park Operation as Park Operations Duty Manager on a regular basis, communicating with counterparts in other departments and salaried leadership to maintain guest satisfaction, safety, and cleanliness goals.
  • Participates in and oversees regular training and audit processes to certify all safety requirements are being met.
  • Assisted in the implementation of a new tracking system that allows us to track certifications, safety checklists, and digitize our paper tracking systems.

Guest Arrival Assistant Manager

Busch Gardens Williamsburg
Williamsburg, VA
02.2019 - 10.2021
  • Trained and mentored specialists in application of soft skills, guest recovery strategies and performance optimization techniques.
  • Rectified negative guest situations quickly through active listening and effective communication.
  • Resolved interpersonal conflicts by listening, finding common ground and building relationships.
  • Implemented and assisted in developing new training procedures, including COVID safety procedures, Lost and Found protocols, and Guest Correspondence workflow.
  • Managed the Guest Correspondence Team, handling guest complaints, questions, and orders via email, phone, and live chat options.
  • Created and implemented online data keeping practices that successfully improved productivity and limited paper based waste.
  • Mentored new employees and leadership, demonstrating best methods for servicing clients and guests.
  • Assisted with implementing new daily operating standards in Guest Arrival, including but not limited to organizational standards, auditing standards, tracking systems, and workflow standards.
  • Managed the opening of a new Guest Services location that within the first six months of operation succeeded in paying for the costs of establishing the location three times over.
  • Assisted in creating and implementing “up-selling” and “right-selling” techniques to generate more revenue opportunities.

Skills

  • Effective planning
  • Administrative skills
  • Creative Problem Solving
  • Microsoft Office Systems Proficient
  • Customer service
  • Training & Development
  • Budgeting and Cost Control Strategies
  • Regulatory Compliance

Timeline

Scheduling Assistant Manager, Finance

Busch Gardens Williamsburg
11.2023 - Current

Ride Operations Assistant Manager

Busch Gardens Williamsburg
11.2021 - Current

Guest Arrival Assistant Manager

Busch Gardens Williamsburg
02.2019 - 10.2021

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Hannah Hicks